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Form of workDatavoice is a privately owned and operated Australian Business that was established in 1994.
Datavoice is a technical services organisation focussed on solution and efficiency driven outcomes for our clients. We are leaders in the provision of Telephony, Unified Communications, ICT and Electrical & Data Cabling Services and Solutions to businesses of all sizes throughout Australia.
Datavoice provides solutions and services to Australian Business of all sizes. We have extensive experience across a range of verticals – Small and Medium Business; Mid-Market & Enterprise; Commercial, Health, Hospitality, Education, Government & Defence. We also have a long history and broad capability with the provision of outsourced services for Telecommunication Carriers, Vendors & System Integrators.
We have an exciting opportunity for a full-time experienced Service Manager to join our growing team based in Knoxfield, in Melbourne’s eastern suburbs. Working in a collaborative and team-based environment, reporting to the Managing Director. The Service Manager will be responsible for leading our technical support team to provide excellent customer service, scheduling works and allocation of resources, and resolve all technical issues.
As Service Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high quality technical support and increase client satisfaction. Experience in the Telecommunications and IT industry is a must.
Key responsibilities include:
- Manage the help Desk Team and evaluate performance.
- Ensure customer service is timely and accurate on a daily basis.
- Recruit, train and Service Desk representatives.
- Set specific customer service standards.
- Contribute to improving customer support by actively responding to queries and handling complaints.
- Establish best practices through the entire technical support process.
- Follow up with customers to identify areas of improvement.
- Develop daily, weekly and monthly reports on help Desk Team’s productivity.
- Provide customer feedback to the appropriate internal teams (Account Managers, Project Managers, Customer Delivery Managers, Field Resources, Management, etc.).
To be successful in this role, you will have the following skills and experiences:
• Proven work experience as a Service or Help Desk Manager.
• Hands on experience with help desk and remote management and diagnostic software.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills.
• Team management skills.
• Telecommunications and/or Information Technology experience.
Benefits
- Competitive salary package.
- An opportunity to be a part of a dynamic and growing team.
- Opportunities for career advancement.
- A large and established client base providing variety of project opportunities.
Datavoice Communications acknowledges that a diverse workforce, representative of the broader Australian community can produce positive outcomes for its business activities.
As an equal opportunity employer, Datavoice will use all reasonable endeavours to provide employment opportunities and career paths to improve long term employment outcomes and enhance a successful and equitable future for all Australians.
To apply for this position please forward a covering letter along with your resume.
